Not everyone needs to be talking to customers
Some Advice / Thoughts
Start with rituals, behaviors, and interactions before worrying about what you try to operationalize and codify. Can the right people interact at the right times, in the right ways, supported by the right information?
Be very selective about what you centralize and attempt to make consistent. At the same time, accept that
John Cutler • TBM 350: Connecting Dots
Here’s why this is important: a large percentage of conflicts between team members boil down to the battle of justs and buts. The justers see the path forward as obvious and get frustrated by perceived overcomplication. The butters see the risks and missing nuances and get frustrated by what feels like reckless oversimplification.
Thankfully, there... See more
Thankfully, there... See more
John Cutler on Substack
talk to the people who are closest to the customer, like marketing and support—find teams who communicate with customers day in and day out and hear their feedback directly.